Shipping/Delivery Policy
1. General
Products are subject to stock availability. We try to keep an accurate stock count on our site, but there may occasionally be a stock discrepancy where we will not be able to deliver all of your items at the time of purchase. In this case, we will provide you with the available products and will contact you to let us know if you would like to wait for the backorder to be replenished or prefer a refund.
2. Shipping Terms
2.1 Transport
- For Portugal the shipment will be carried out by CTT®
- To Spain the shipment is made by the carrier MRW®;
For the rest of the world, shipping is by Chronopost® (ground service) or DHL® (air service).
2.2 Shipping Costs
Shipping costs are calculated during checkout based on destination country, type of service (if applicable) and weight. Shipping payment will be charged together with the purchase of the product. Our sales outside Europe are under a DAP (Delivery at Place) agreement, under which the buyer is responsible for paying import taxes from the destination country. The place of destination is the shipping address specified by the buyer.
3. Terms of Delivery
The order is considered to be shipped from the moment Heliotextil delivers it to the carrier and the carrier will be responsible for its delivery to the customer. If you do not find any person who receives and signs the confirmation at the shipping address, the carrier will not deliver the order. The carrier will subsequently contact the customer to reschedule delivery. This is deemed terminated upon signature of the delivery receipt at the agreed address.
3.1 Period of Domestic Transit
In general, domestic shipments will be in transit for 2 to 7 days.
3.2 Transit Time Internationally
In general, international shipments will be in transit for 4-22 days.
3.3 Dispatch (or Handling) Time
Orders are usually shipped within 10 business days of order payment. Our warehouse operates Monday to Friday, during standard business hours, except on national holidays, when we will be closed.
3.4 Change of Shipping Address
To change shipping address requests, we may change the shipping address at any time before the order is delivered to the carrier/shipping company.
3.5 Out of stock items
If an item is unavailable, we will notify the customer within 5 business days for to be informed of the unavailability. The customer may choose to:
(a) Wait until item is available (existing order items will be reserved)
(b) Request refund of missing product value
3.6 Delivery Time Exceeded
If the delivery time exceeds the expected time, please contact us so we can conduct an investigation.
4. Tracking Notifications
After shipping, customers will receive a tracking link and tracking number from which they will be able to track the progress of their shipment based on the latest updates made available by the shipping provider.
5. Order damaged during shipment
If you receive a damaged order during shipment, please reject it and notify our customer service.
6. Import Duties and Fees
Import duties and taxes for international shipments must be paid by the buyer upon arrival in the destination country. This varies from country to country. We encourage the customer to be aware of these potential costs before placing an order with us.
7. Insurance
Orders are insured for loss and damage up to the amount declared by the carrier.
7.1 Order process damaged or lost during shipment
We process a refund or replacement once the carrier has completed the investigation into the customer claim.
8. Customer Service
For all customer service questions, please email: info@sustainablemasks.eu.